Process Lead GCC Travel Helpdesk

Company Overview

Clean Harbors is North Americas leading provider of environmental and industrial services. The Company serves a diverse customer base including a majority of Fortune 500 companies. Its customer base spans a number of industries including chemical and manufacturing as well as numerous government agencies. These customers rely on Clean Harbors to deliver a broad range of services such as end-to-end hazardous waste management emergency spill response industrial cleaning and maintenance and recycling services. Through its Safety-Kleen subsidiary Clean Harbors also is North Americas largest re-refiner and recycler of used oil and a leading provider of parts washers and environmental services to commercial industrial and automotive customers. Founded in 1980 and based in Massachusetts Clean Harbors operates throughout the United States Canada Mexico and Puerto Rico.

Job Overview:

The GCC Corporate Travel Coordinatoris responsible formanaging business travel for employees across the United States and Canada while being based in the GCC. Thisinhouse nonagency roleprovides centralized coordination of travellogisticsto support a primarily North American workforce ensuring trips are wellorganized policycompliant and aligned with business role requires strong organizational skills comfort working across time zones and a solid understanding of North American travel practices with occasional support for international travel asrequired.

The GCC Travel Desk Team performs activities such as:

Consultant-assisted air travel bookings changes cancellations and reissues

Complex itinerary support (multi-city open-jaw international routing schedule changes urgent travel requests and large crew mobilizations)

Hotel booking assistance via the TMC-linked Corpay Lodging platform

Ground transportation booking within TMC-enabled options

Traveler booking assistance and booking-tool navigation support

After-hours and overnight U.S. booking support

Booking activity and SLA/KPI performance reporting

Manage complex itineraries

Key Responsibilities :

• You will manage a team of Travel Desk professionals to ensure successful execution of Travel & lodging requirements of US employees Managers and Executives
• Provide leadership and guidance to the team including hiring training mentoring and performance management
• Experience supporting U.S. and Canadian domestic travel is a strong advantage.
• Understanding of North American airline airport and travel documentation requirements
• Ability to manage timesensitive requests under pressure.
• Professional discretion when supporting senior leaders and confidential travel
• Familiarity with corporate approval workflows and internal coordination structures
• Ensure all services are delivered in accordance with approved procedures system-configured controls and upstream approvals.
• To review capacity and create Process KPIs / KRAs for the team and report them out to senior leadership on regular intervals
• Implement sustainable best practices for management standardization and capture of data.
• Ensure policies and procedures are documented followed and updated as needed
• Drive and mentor change management within the group
• Establish and drive data tracking and management mechanism within the team
• Audit the quality of Associates/Sr Associates providing periodic constructive feedback
• Conduct regular one on one with the direct reports and prepare EWS ( Early Warning System)

• Conduct annual and semi-annual performance reviews for Direct Reports

Functional & Technical Requirements:

• 8-10 years of Operations experience preferably in Travel Industry (Airline booking) / Customer helpdesk
• Bachelors degree or diploma in Business Administration Hospitality Travel Management or related field (preferred)
• Excellent Reporting skills MS Office (Knowledge on Power BI / Automation Tools will be an advantage)
• Experience leading and coaching teams; developing career paths and opportunities
• Excellent written and verbal communication skills in English having experience working with US stakeholders (French / Spanish is a plus)
• Demonstrated ability to work on multiple projects simultaneously
• Proficiency in metrics-based decision making with an emphasis on reading and interpreting data
• Experience in remote transition
• Excellent in change management and maintaining Quality standards and Continuous Improvement tools
• Excellent leadership skills and track record of delivery through teams and integrating business and technology stakeholders

Shift Timings: Rotational Shifts (Can change based on business need should be willing to work from office with global working windows)